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Contracting ‘person-centred’ working by results: street-level managers and frontline experiences in an outcomes-based contract

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  • Eleanor Carter
  • Franziska Rosenbach
  • Fernando Domingos
  • Felix-Anselm van Lier

Abstract

Outcomes-based contracting (OBC) has been heralded as a mechanism for improving the efficiency and effectiveness of social programmes yet has persistently failed to deliver meaningful support for people experiencing social disadvantage. This mixed-method study evaluates the contractual shift of a British support service for adults with multiple, complex needs from bilateral fee-for-service arrangements to an outcome contract in the form of a ‘social impact bond’. Our findings add much-needed empirical evidence on the implications of OBC for personalization and co-production of public service delivery. In contrast to prior payment-by-results experiments we find evidence of enhanced person-centredness and asset-based practice.

Suggested Citation

  • Eleanor Carter & Franziska Rosenbach & Fernando Domingos & Felix-Anselm van Lier, 2025. "Contracting ‘person-centred’ working by results: street-level managers and frontline experiences in an outcomes-based contract," Public Management Review, Taylor & Francis Journals, vol. 27(8), pages 1893-1911, August.
    • Handle: RePEc:taf:rpxmxx:v:27:y:2025:i:8:p:1893-1911
    DOI: 10.1080/14719037.2024.2342398
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